CXHow to Create a Customer Journey Map with Templates and ExamplesBy Sam Frampton Using data gathered from feedback surveys, online reviews, and other customer satisfaction metrics, a customer journey map is used to tell…
PerspectivesInform Your CX Strategy With Journey MapsBy João AlvesWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CXHow to Use Customer Feedback Analysis to Make the Most of Your DataBy Sam Frampton The reasons to collect customer feedback are obvious; in order to create the best possible customer experience, you need to find out what…
PerspectivesHow To Make CX Everyone’s Job: Lessons learned from Chattermill’s webinar, featuring Forrester and MOOBy João AlvesCX Challenges of Today To get the negative out of the way, it is important to acknowledge that CX is still not great. There are a lot of…
PerspectivesChapter 25: Remove the grit - How to Wow, Adrian SwinscoeBy Adrian SwinscoeWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CX Customer Experience Analysis: How to Get Satisfied Customers in 3 StepsBy Sam Frampton Everyone knows that customer experience is important. After all, having happy customers is the cornerstone of any successful business…
CXThe Top 7 Customer Satisfaction Metrics You Need to Know + How to CalculateBy Sam Frampton Monitoring and analyzing customer satisfaction metrics is a critical practice for your business. And the reason why is pretty obvious: not…
CXCoding Qualitative Data: A Beginner’s How-To + ExamplesBy Sam Frampton When gathering feedback, whether it’s from surveys, online reviews, or social mentions, the most valuable insights usually come from free…
PerspectivesPost Covid-19 Lockdown from a CX perspective: How businesses can prepare for the bounce backBy Eva SulirovaThroughout human history, pandemics have undoubtedly left a deep mark on peoples’ lives and the world around them. Fortunately, this crisis…
PerspectivesEmotional Convenience and Responsible Decisions Guide You Through The Corona CrisisBy Steven Van BelleghemWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
CXA Beginner’s Guide to Survey Data Analysis and Data CollectionBy Sam Frampton Running a customer feedback survey seems simple enough; you come up with a few questions, blast them out to everyone on your email lists…
CXWinning By Not Losing: 5 Common CX Errors to Avoid MakingBy João AlvesIt’s a human tendency to strive for perfection and always try to excel in whatever it is we’re doing. However, a very underappreciated and…
PerspectivesHow Experience-Led Growth Catapulted Airbnb to Unicorn StatusBy João AlvesBefore we begin, do me a favour… ...take your phone… ...enter your passcode to unlock it.... ...and now, please hand it over to one of your…
PerspectivesHow Brands are Responding to COVID-19By João AlvesWe hope the virus has a short-lived impact, but in the interim, we should brace ourselves for turbulence and have a prepared mindset for the…
PerspectivesHow online travel companies can mitigate the impacts of Covid-19 on CXBy Anfel BahriThe Covid-19 outbreak has left travel providers in shock, wondering how they can possibly combat the decline in travellers in the coming…
PerspectivesHow Zappos Customer Service WOWs Customers to WinBy Sam Frampton Zappos is a trailblazer. They don’t follow conventional thinking when it comes to building a business. They don’t hire like normal brands…
CXWhat Is Customer-Based Brand Equity? Breaking Down the Brand Equity PyramidBy Sam Frampton For over two decades, Professor Kevin Lane Keller’s brand equity pyramid has been the standard for understanding and measuring CBBE…
CX10 Ways AI is Transforming Customer ExperienceBy Sam Frampton Not only is AI transforming the way we park our cars, order coffee, and deposit paychecks, it’s dramatically affecting customer experience…
